E-Commerce Blog

Though their IT needs are fundamentally the same as larger organizations, small and medium-sized business owners may feel particularly challenged when it comes to rolling out a new operating system. The increasing complexity of IT system architectures combined with a relative shortfall of resources — capital, IT expertise, etc. — can make implementing a new or upgraded OS an anxiety-ridden experience. “SMBs have many of the same challenges as enterprises,” said Jeff Carlat, director of ESS software at HP.

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OS Implementations: A Guide for SMBs

Now that you’ve done all this work to improve your technical support team, you need to let your customers know. The sales and marketing teams will do most of the work for you on this. While they may not run a campaign stating, “Hey, our support doesn’t stink anymore,” they do have a ton of automated messages and informal scripts that they can insert little announcements into. The most important script is the one I mentioned in my last article for the salespeople to use when a customer confronts them with a problem.

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Better Tech Support in 3 Easy Steps, Part 3

There is a level of excitement in the call center space I haven’t witnessed since VoIP began transforming the call center into the contact center. Over the years, we have seen technology after technology change the way contact centers work, and we are at the point today where IP communications affords us the opportunity to distribute call centers and agents at will. However, VoIP seems so yesterday. The latest revolution to come to contact centers is unified communications.

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Microsoft’s Collaborative Contact Center Push

Enterprise application integration services will emerge as the biggest opportunity in the Asia-Pacific IT marketplace, excluding Japan, between now and 2011, according to a forecast by Springboard Research. Defined as “the integration — typically across varied platforms and applications — of an enterprise’s applications, such as finance and accounting and customer relationship management,” Springboard forecasts the EAI market in A-P will grow at a compound annual rate of 11.5 percent between 2007 and 2011, from $5 billion to $7.8 billion.

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Study: Asia-Pacific IT Market Growing More Sophisticated